Senior/Executive, Patient Experience Office

• Handle feedback and escalations from patients, families and the public; finding solutions to amicable closure, identifying opportunities for service improvements.
• Conduct thorough investigations into customer complaints, including gathering relevant details, reviewing documentation, and collaborating with other departments or teams to understand the root cause of the issue and resolve.
• Keep documentation and facilitate management of all cases logged and issues handled/resolved.
• Support QSM team in managing compliments and appreciation both internal and external This includes keeping records and collation of all compliments of staff; promoting award(s) regularly to garner participation; handling the administration of award to winners and updating of communication platforms.
• Collaborate with different stakeholders from different areas of patient/public engagement to work out appropriate work processes and workflows for an effective and efficient patient experience
• Ensure compliance with regulatory requirements and industry standards related to complaint handling, data protection, and customer confidentiality. Adhere to company policies and procedures while handling.
• Responsible for daily management of a centralised system that receives feedback, to investigate and engage various stakeholders to resolve issues and recover service.
• To act as liaison for all feedback related and being the patient’s voice; this includes responding to patient’s issues, facilitating family meetings with care teams, conducting surveys at wards and various touchpoints.

• Have spent at least 2 years in customer/client servicing or feedback management role
• Possess good writing and interpersonal skills
• Good Microsoft office skills

PersolKelly